Frumzi Casino - プレイヤーの撤退が遅れています。

I have been waiting for my withdrawal since the 16th, when they say it takes 3 business days. Every day I send an email, and the response is always the same: everything is fine, but the process is delayed on the financial side. They always give the same answer. Based on what I read, other users have the same problem as I do, and this casino should have a poor rating.

Estou à espera do meu levantamento desde o dia 16 onde dizem que é 3 dias úteis, todos os dias envio mai e a resposta é que está tudo bem mas que o processo está demorado pela parte financeira, dão sempre a mesma resposta, este casino deveria ter uma má avaliação pelo que li os outros utilizadores têm o mesmo problema que eu

Dear carla2983,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Due to an extremely high volume of complaints, we kindly ask for your patience. While we aim to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you happy holidays!

This casino doesn't ask for kyc verification, even my first withdrawal took two working days, this is the second withdrawal

Este casino não pede verificação kyc, inclusive a minha primeira retirada demorou dois dias úteis, esta é a segunda retirada

I fully understand your frustration, carla2983. However, I will set the timer for an additional 4 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal.

Thank you in advance for your patience.

I still haven't received the money in 14 days and it's still in the same condition

Ainda não recebi o dinheiro em 14 dias continua no mesmo estado

Thank you very much, carla2983, for providing all the necessary information. I will now transfer your complaint to my colleague, Romi (romana.r@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

They've actually paid now I've checked my bank account and the money is already there, I received the email and it went straight into my account thanks

Pagaram mesmo agora fui verificar à minha conta bancária e já está lá o dinheiro, recebi o mail e caiu logo na conta obrigada

Thank you, carla2983, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Romi

Casino.Guru